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CUSTOMER SUPPORT REP LEVEL 3Systech

THIS JOB HAS EXPIRED

COMPANY DESCRIPTION
In 1985, Systech International recognized that pharmaceutical companies were facing growing pressures to become more effective in producing quality products while maintaining compliance with regulatory mandates. Suppliers supporting the industry offered technology that needed to be custom integrated and only solved a point solution. Systech developed a better way to serve the industry's real needs by introducing a complete and configurable machine vision solution with device management and information visibility as part of their productized packaging offerings.

Through innovative software development and ongoing support, Systech has changed the way companies think about their packaging needs. Systech began with machine vision tools for the pharmaceutical packaging line, which at its core, enabled customers to ensure maximum quality. Systech then introduced its line monitoring and control solution that includes automated procedural management, analytics and reporting of information. With the addition of serialization and ERP integration, Systech has evolved their offering into a complete Packaging Execution System (PES).

Because of Systech's domain expertise and significant market penetration at the packaging operations level, many industry partners have turned to them to ensure quality and regulatory compliance and to improve efficiencies for their customers' businesses. Customers in the pharmaceutical, medical devices, biotechnology, food and beverage, and healthcare industries can protect their consumers and optimize their businesses through Systech's suite of products.

With deployments throughout Europe, Asia-Pac, Central and Latin America, Canada, and the United States, Systech delivers the industry's most comprehensive Packaging Execution System designed to meet both current and future production needs. Systech products are trusted and used by many of the world's leading Fortune 500 companies.

Headquartered in Cranbury, NJ, Systech with its international headquarters in Brussels, Belgium, serving more than 26 countries worldwide with a dedicated sales and services team located globally to address the immediate needs of their customers.

We are growing to meet the needs of our clients and our growing market!
JOB DESCRIPTION
Production CS issues that cannot be resolved by levels 1 & 2 CS staff are escalated to the Level 3 CS Analyst. This Level 3 Analyst is capable of troubleshooting and resolving the most difficult and complicated issues. This position works closely with Central Engineering, Product Management and Product Development. The level 3 CS Analyst is the escalation point for CS production issues from CS level 2 in Belgium and Cranbury.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
The escalation point for CS production issues being escalated from CS Level 2 located in Belgium and Cranbury.
Responsible for reproducing / confirming product defects and reporting such defects to Central Engineering and Product Management for future consideration.
Provide product training to CS level?s 1 & 2.
Provide ?on-site? production support to US Customers when needed.
Responsible for escalating CS issues that could not be resolved by CS levels 1, 2 & 3 to Central Engineering and Product Development.
Maintaining required product environments for the entire CS organization.
Act as a back ?up for CS Level 2 Analyst (Belgium and Cranbury).
Provide after hours coverage as part of an on-call rotation schedule for SLA support.
Work to continuously increase CS level 2-product knowledge by reviewing escalated cases on a weekly basis.
Ensure that all actions and discussions pertaining to issues escalated from Level 2 CS are completely documented in the CRM system.
Ensure that all levels of CS are informed and current of all product enhancements/ latest releases by working closely with the Product teams and sharing that information with the entire CS organization.
Depending on the circumstances, the Level 3 Analyst could be required to travel to client sites on short notice.

QUALIFICATIONS
Demonstrates strong analytical and problem solving skills
Excellent written communication and verbal skills consisting of strong listening skills
Possesses strong customer relation skills
Ability to handle multiple priorities
Must speak fluent English
Perform in an effective and timely manner all the tasks required.
Work as a member of the CS team and with other departments (CE, PM, SD) to exceed SYSTECH customer?s expectations for production support.
Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts and drawing valid conclusions.
Represent SYSTECH in a professional manner, especially when providing on-site support.
Work as a mentor to CS Level 2 staff.
Methodically resolve the more difficult and complex production issues reported by customers.

EDUCATION and/or EXPERIENCE:
The ideal candidate will have a degree in Computer Science or Electrical Engineering, or a minimum 5 years experience in providing technical support on electronic imaging products or high-speed automation controls.
Basic understanding of AC/DC circuits and ohms law.
Experience in troubleshooting complex computer programmable digital logic circuits PLC?s.
Ability to demonstrate a working understanding or fundamental knowledge of digital imaging (CCD) technology.
Ability to logically troubleshoot software issues to determine the root cause and present suggested work Arounds.
Exhibit professional client facing skills.
Ability to calculate figures and amounts pertaining to proportions, percentages circumference and volume. Ability to apply concepts of basic algebra and geometry.
Must have in-depth knowledge of various Microsoft Windows Operating systems and MS SQL database.
Ability to support customers using Ethernet connections.
ADDITIONAL INFORMATION
All your information will be kept confidential according to EEO guidelines.